Support

February 17, 2023 at 5:35 am

Hi there,

I’ll prefix this with the fact that I am not an Apple user, so when I ask seemingly obvious questions it’s because I simply don’t use them.

I’ve asked one of our developers to investigate this but they will likely ask more specific details so the more info I have the better.

‘Apple MasterCard’, is that through Apple pay or do you add the details like a normal card within the Square form?

We were told by a customer that she tried several times to checkout and each time the transaction would stay in pending and she would get an email from the EE registration that the card was declined.

If you view that Transaction within Event Espresso, does it show a value in the ‘Gateway Response’ field? Like this: https://monosnap.com/file/LPmJUyNKiHPTw1NYlPrhMseNHVw1U7

She contacted MasterCard and they stated the card was not declined and they were awaiting the vendor (us) to accept the payment.

Thats not something I’ve ever heard of with the integration…

The Apple integration (and actually most of Square) runs through iFrame, we basically set place holders and then use some JS to call the Square API to load the fields (I’m simplifying this a lot, but thats the general idea) so if Apple pay loads its working, I don’t know of any additional steps we need to take on to then ‘accept’ payments.

To follow-up, we can see the declines in our Square dashboard where it looks like people tried several times with the same card. Is it possible for declines to occur if the website is slow….

Possibly, yes, but as far as I know the site in question for that to happen would be Square as its loading on their servers, its unlikely Square would load slowly enough for transactions to fail without them having some kind of issue which would be shown on all transactions.

DO you have any known issues with Square having more declines that other payment gateways?

Not that I am aware of.

February 28, 2023 at 3:02 pm

Hi there,

Apologies for the delayed reply but I’ve been digging into this to try and reproduce, the problem is that on multiple test sites my OAuth access token refreshes without issue so its difficult to answer your questions currently.

Why would Square disconnect? We have to make sure that it never does. We have not made any changes to the Square account that it’s connected with. Is the Event Espresso Square plugin unstable?

I can’t reproduce the issue to troubleshoot this, so I can’t give you an answer to this currently.

Is it possible that there are conflicts between those plugins that cause it to disconnect?

It’s possible, however, they are completely separate and nothing is shared between them so I can’t see how.

Do you have a reason for the plugin disconnecting from Square? Is there something we can do to prevent that from happening?

Without being able to reproduce the problem I cant say how to fix/prevent it.

I’ve added some additional logging to another test site running Square to see what the requests are doing in the background and see if helps highlight any issues.